Task Overview

What: Guide new clients through setup and initial training

When: Within 48 hours of contract signing

Who: Customer Success Manager/EA

Time Required: 4-6 hours total per client

Prerequisites

• [ ] Onboarding checklist template
• [ ] Welcome packet materials
• [ ] Training session scheduler
• [ ] Account setup procedures

Step-by-Step Process

1. Welcome and kickoff (1 hour)
   • Send personalized welcome email
   • Schedule kickoff call within 48 hours
   • Provide access to client portal
   • Assign dedicated success manager
2. Account setup (2-3 hours)
   • Create user accounts and permissions
   • Configure system based on client needs
   • Import existing data if applicable
   • Set up reporting and dashboards
3. Training delivery (2 hours)
   • Conduct platform walkthrough session
   • Provide recorded training materials
   • Share best practices documentation
   • Schedule follow-up training sessions
4. Success milestone tracking (ongoing)
   • Monitor initial usage patterns
   • Check in after 1 week, 1 month
   • Address any adoption barriers
   • Celebrate early wins and successes

Quality Standards

• [ ] All onboarding steps completed within timeline
• [ ] Client actively using platform within 1 week
• [ ] Training materials customized to client needs
• [ ] Dedicated success manager assigned